Upscale does not work
Answered
After dragging the image onto the extension and then starting it, the extension works for a while and then it stops. No new upscale folder is created and I can't find an upscaled image.
Thomas
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Hi Thomas,
Please contact us https://skylum.com/support and we'll be happy to help.
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Please note that our support team usually responds within 24 hours. We do our best to get back to each and every one of the customers, who reach out to us, ASAP but due to a high amount of requests, we cannot always reply immediately.
Additionally, due to the war in Ukraine, it might take us longer to reply, since our Team is located here. However, we're doing our best to continue working and get back to everyone as soon as we can.
Hope for your understanding.
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UPDATE: After a lot of trial and error, I found the problem with my issue. Long story short, it turns out that when I tried a merge or an upscale, my antivirus software (Avast) was asking me if I wanted to allow the program Luminar Neo to access my protected pictures folder, but I wasn't seeing those popup windows. But for some reason, the last time I tried it, I was able to see a small part of the popup window in the corner of one of my monitors. Once I said yes, it put Neo in my App Permissions. Tried Merge and Upscale again and both worked perfectly. Hopefully this will help some others.
Initial Issue:
I have mostly the same problem, however my first attempt did create the folder, but no image showed up in that folder, nor have any subsequest attempts showed up in the folder. I do see the spinning dots that looks like it's processing the photo, but when it stops, no photo. Not looking for a specific response but wanted to join in that there's another case of it not working. I have also contacted support.
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Update
Unfortunately, no solution yet. I have now provided one of the original images to the support team. In the end it doesn't matter which picture I take. It does not work with any of them.
I also answered the following questions and provided a system information file created with Windows. None of the tips gave a positive result.
- Where is Luminar Neo installed on your computer?
- Where are located the photos you're working with - on your internal or external drive?
- Also, we'd be grateful if you could check the Upscale folder in your Catalog to ensure the processed photo is not there.
- Do you have any antivirus installed? If so, try to disable it or add Luminar Neo to the exceptions list.
- Please verify that you have an admin account: https://oit.ncsu.edu/it-security/antivirus/how-to-tell-if-you-are-an-administrator/. Also, could you please run the app as an admin (right-click the app icon > Run as Administrator), launch Luminar Neo and try to use the Upscale extension again?
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I have tried a fresh install as suggested, it had no effect. I was asked to run CCleaner to clean the registry, but I have no intention of running registry cleaners, they are likely to cause more harm than good.
What I will say though is, in investigating further, it seems the Windows Application Event log is reporting a failure of Luminar Neo with a .Net DLL, Coreclr.dll. Further online searching revealed someone having similar issues with Luminar AI in the past, it apparently turned out to be graphics drivers causing that issue. My PC is a bit oddball in that it has an AMD A10 APU with internal graphics and an old Nvidia workstation GPU (sorry, I don't recall the model right now). I also run Neo on a brand new PC at work and that seems to work fine. It's nearly time I upgraded at home anyway. 😂 -
Just for the record, I am having the same problem and have contacted Skylum. They have been very responsive but none of their suggested workarounds have solved the issue so far. I'm sorry to hear that so many have run into this problem but I am glad to not be alone. I'm sure a fix is on its way!
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After several emails with support, this one arrived now. I doubt that this should be the solution and hope that this is not the final answer. :-(
Hi Thomas,
Thank you for your reply.
Please ensure that you're using an admin account: https://support.microsoft.com/en-us/help/4026923/windows-10-create-a-local-user-or-administrator-account
Hope to gear from you soon.
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Hi guys,
Our techs are currently looking into this issue. For those of you, who haven't done this yet, please get in touch with our support team at https://skylum.com/support so that our team could take a deeper look at all your individual cases.
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I am sure that a solution will appear eventually, I'm sure that the Skylum team will not want to have a loose end, with customers potentially abandoning their application.
What I will say is, I believe that this is likely a specific issue with some commonality between our systems, as I have Neo working well on my work PC (a much newer one I might add).
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Hallo, gibt es immer noch keine Lösung ?
Ich habe viele Versuche unternommen, aber nur bei 9 Bildern hat das Programm Upscale tatsächlich die gewünschte Skalierung geschafft und in den Upscale-Ordner eingefügt; Nach erfolgter Skalierung gehen weitere Versuche am gleichen Tag nicht mehr.
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Hallo,
leider noch nicht. Ich habe von Skylum am Wochenende eine Testversion der Software erhalten, mit der ich den Vorgang noch einmal testen sollte. Diese Version erstellte auch eine Logdatei, die ich Skylum zur Verfügung gestellt habe. Jetzt warte ich auf die Auswertung und eine Rückmeldung. Sobald ich eine Antwort erhalten habe, m melde ich mich.
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Hello to all,my status is like Thomas's, test version to create the LOG files and uploaded them to support.Hope there is a solution soon.----2022-11-22 11:40:14.5892| INFO| Upscale: MakeUpscale error: image absent in result
2022-11-22 11:40:14.5892| INFO| Upscale: error - cant finish upscale----
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